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Question

request refund

  • July 2, 2026
  • 2 replies
  • 59 views
Esther Ko

I am requesting a refund for my $100 Annual Prepaid Plan.

I recently ported my number from Rogers to Koodo and activated the $100 Annual Prepaid plan. After activation, I was waiting to receive a verification text message, but it never arrived.

I notice Koodo Prepaid does only  support roaming in CANADA /US Since I am currently outside of Canada. my phone has only shown "Limited service" and "Out of service." I have been completely unable to use the service for calls, text messages, or data. ….no callback request didn’t work 

Unfortunately, I was not aware of this limitation before purchasing the plan. Because I have not been able to use the service at all 

please email me please 

**edited by moderator to remove personal information

    2 replies

    M
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    • MilkyWay
    • Mobile Master
    • July 2, 2026

    Unfortunately, there are no refunds for prepaid plans. However, you should be able to keep your balance if you switch to Koodo Postpaid with the Fast Switch Self Serve Option.

    Once you have successfully transferred over, you will be able to use your number abroad with a postpaid plan. https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service

    D
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    • Dennis
    • Mobile Master
    • July 2, 2026

    Prepaid has very little info so it is difficult to trace and track an account if you do not have one set up already.  To set one up, you need to confirm with your phone on a Koodo sim, which doesnt work while you are out of country.

     

    Do you have a canadian number (friend or family) that you can request a callback to?

    If so, then you can request a callback via Koodo assist https://www.koodomobile.com/en/help?autobots=rollout.  If you not, you can send Koodo a private message on facebook or twitter based on the links at the bottom of this page.  But note that they may not be able to help.

    Your best best may be to get rogers undo your port and restore your line (so you have a working line).

    And if koodo is unable to provide a refund, you can then challenge the charge via your credit card (to get your money back)

    Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
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